Contact Center, Genesys, SIP

Description:
Act as the Technical CCTech Voice Lead, including Genesys SIP Environment, Session Boarder Controller, SIP Endpoint, and the Tools to Monitor, Alert, and Troubleshoot the Solutions
Ownership and Management of the CCTech VoIP Environment to Ensure Application and Hardware Deployment is Optimized
Ownership and Accountability for CCTech Environment Readiness, Ensuring the Platform is Appropriately Scaled to meet Business Need
Support of CCTech Initiatives as they relate to the Voice platform, Working with the Global and Regional Teams to Identify and Define Deliverables

Responsibilities:
Tier 2,3 Operational Support of the end-to-end Contact Centre Voice Solution, taking Ownership of Mitigation, Resolution and Follow-Up for Impactful P1P0 Incidents and Lower Priority Recurring Issues
Identifying System and Process Improvements relating to the Contact Centre Voice Platform and Recommending New Solutions and System Utilization